Operations Support Services Team Lead

Sedgwick•Memphis, TN

About The Position

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve. Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance Operations Support Services Team Lead PRIMARY PURPOSE : To supervise Operations Support Services (OSS) staff and processes; to monitor colleagues' workloads; to provide training and monitor individual transactions; and to provide technical direction on work processes. ESSENTIAL FUNCTIONS and RESPONSIBILITIES Supervises Operations Support Services colleagues. Defines and establishes quality assurance procedures, standards, metrics reporting and auditing. Trains OSS team on tasks and responsibilities. Reviews quality data, conducts audits, tracks quality metrics, and reports on findings. Tracks non-compliance issues and monitors through resolution. Manages staffing schedules to assure appropriate department coverage. ADDITIONAL FUNCTIONS and RESPONSIBILITIES Performs other duties as assigned. Supports the organization's quality program(s). Travels as required. SUPERVISORY RESPONSIBILITIES Administers company personnel policies in all areas and follows company staffing standards and training recommendations. Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions. Provides support, guidance, leadership and motivation to promote maximum performance. QUALIFICATIONS Education & Licensing Bachelor's degree from an accredited college or university preferred. Experience Six (6) years of related experience or equivalent combination of education and experience required to include two (2) years claims management experience. Some proven software specifications experience required. Supervisory experience preferred. Skills & Knowledge Excellent oral and written communication, including presentation skills PC literate, including Microsoft Office products Leadership/management/motivational skills Excellent analytical and interpretive skills Strong organizational skills Strong time management skills Good judgment and discretion skills Ability to manage multiple projects and set priorities Ability to work in a team environment Ability to meet or exceed Performance Competencies WORK ENVIRONMENT When applicable and appropriate, consideration will be given to reasonable accommodations. Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines Physical: Computer keyboarding, travel as required Auditory/Visual: Hearing, vision and talking The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

Requirements

Six (6) years of related experience or equivalent combination of education and experience required to include two (2) years claims management experience.
Some proven software specifications experience required.
Excellent oral and written communication, including presentation skills
PC literate, including Microsoft Office products
Leadership/management/motivational skills
Excellent analytical and interpretive skills
Strong organizational skills
Strong time management skills
Good judgment and discretion skills
Ability to manage multiple projects and set priorities
Ability to work in a team environment
Ability to meet or exceed Performance Competencies
Computer keyboarding, travel as required
Hearing, vision and talking

Nice To Haves

Bachelor's degree from an accredited college or university preferred.
Supervisory experience preferred.

Responsibilities

Supervises Operations Support Services colleagues.
Defines and establishes quality assurance procedures, standards, metrics reporting and auditing.
Trains OSS team on tasks and responsibilities.
Reviews quality data, conducts audits, tracks quality metrics, and reports on findings.
Tracks non-compliance issues and monitors through resolution.
Manages staffing schedules to assure appropriate department coverage.
Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
Provides support, guidance, leadership and motivation to promote maximum performance.
Performs other duties as assigned.
Supports the organization's quality program(s).
Travels as required.